The Technical Support Specialist, Neurology provides technical support to customers in support of windows-based medical devices and applications. The Technical Support Specialist, Neurology will interact directly with the customer and provide support for information and/or order status requests, answer part-related inquires, provide level 1 technical support, and escalate technical issues to Technical Support level 2 or Technical Support level 3 when necessary.
Essential Functions and Main Duties
- Provide support for incoming customer issues by providing resolution or escalating in a timely manner by phone and/or email.
- Provide support for customer requests related to repair status, documentation, software, and part inquiries.
- Responsible for providing technical phone support during and after hours on a published rotating on-call schedule.
- Diagnose and resolve hardware, software, and configuration issues using a combination of documented troubleshooting processes and creative problem solving
- Assist customers with system configuration, software updates, and interoperability issues
- Perform follow-up support related to customer reported issues and tickets.
- Provide follow-up with customers regarding repair costs and purchase order requests.
- Provide follow-up support for QA requests by contacting customers to request additional information.
- Adhere to all company policies, procedures, and business ethics codes.
- Duties may be modified or assigned at any time based on business need.
Qualifications
Education / Certification / Experience Required:
- Bachelors of Science degree in Biomedical Engineering, Computer Science, Biological Sciences, Information Technology, or related technical field related discipline preferred; relevant education and experience accepted in lieu of degree.
- 2+ years of help desk, Ticket tracking experience preferred.
- Relevant certifications such as CBET, EEG, or CompTIA A+, or equivalent knowledge preferred
- Windows XP, 7, 10 Professional operating systems experience.
- Experience with Microsoft Office Suite.
- Level and compensation depend on location, experience, education and skills.
Competencies Required:
- Ability to follow written and verbal direction and established processes/policies.
- Excellent customer service and organizational skills.
- Demonstrated ability to solve problems and troubleshoot
- Strong record-keeping skill: ability to follow through and document issues and resolutions.
- Must be able to communicate verbally and in writing, and to receive and understand verbal and written instructions in English.
- Able to work effectively both independently and in a collaborative team environment.
Compensation
The anticipated hourly rate for this position is $25.00 to $40.00. Actual placement within the range is dependent on multiple factors, including but not limited to skills, education, experience and location.
Perks and Benefits
Visit our Career page to learn more about Perks & Benefits and working at Nihon Kohden America
Working Conditions
Schedule: The regular hours for this full-time position from Monday–Friday is dependent on the location of the tech if working remotely but will be a 40-hour work week. Holiday, weekend, and on-call work hours are also required and may extend beyond the standard 40-hour work week. Regular hours may vary due to the needs of the organization or department and are subject to change at any time at the Company’s discretion.
Physical: Generally, may require some reaching, bending, stooping, squatting, crawling, kneeling, pushing, pulling, lifting, carrying up to 20 pounds, finger dexterity, repetitive motions, standing, walking, sitting, hearing, visual acuity, and color vision. More specific details may be provided as needed or requested.
Travel: Minimal
Access to Customer Sites: Not Required
Nihon Kohden America is committed to maintaining a professional and respectful workplace free from discrimination, harassment, and retaliation and welcomes all qualified candidates to apply. Employment decisions are based on qualifications, experience, and business needs, without regard to legally protected characteristics. This policy applies to all employment actions, including recruitment, hiring, promotion, compensation, training, and other workplace practices.
Nihon Kohden America complies with all applicable federal, state, and local laws regarding equal employment opportunity. Employees and applicants will not be subject to harassment or retaliation for asserting their legal rights. Questions or concerns regarding this policy may be directed to Human Resources at [email protected].
Skills Required
- Bachelor's degree in Biomedical Engineering, Computer Science, Biological Sciences, Information Technology, or related technical field (relevant education/experience accepted).
- 2+ years of help desk and ticket tracking experience.
- Relevant certifications such as CBET, EEG, or CompTIA A+ or equivalent knowledge.
- Experience with Windows XP, Windows 7, and Windows 10 Professional operating systems.
- Experience with Microsoft Office Suite.
- Ability to provide technical phone support, including rotating on-call and after-hours support.
- Ability to diagnose and resolve hardware, software, and configuration issues using troubleshooting processes.
- Excellent customer service, verbal and written communication in English, organizational and record-keeping skills.
What We Do
Different Thinking for Better Healthcare Nihon Kohden America is a global leader and fast-growing manufacturer of instrumentation for Patient Monitoring, Sleep Assessment, Neurology and Cardiology. Our relentless dedication to quality, customer support with heart, and employee development are what makes us unique. Quality beats at the heart of everything we do at Nihon Kohden. This is reflected in our reliable products, unmatched customer service and exclusive consultative approach. Our innovations are methodically researched and developed specifically to address the real-world needs of healthcare professionals and their patients. We are able to develop industry-changing innovations because – as an organization built and staffed by healthcare professionals – we understand the needs of healthcare professionals like few others do. Our accomplishments are due to our employees. They are our most valued resource—our heroes—and we are always looking for the best and brightest to join our team! We offer competitive compensation, robust benefits packages and a strong emphasis on employee development. We have achieved double-digit growth over the past decade by fostering a highly collaborative work environment and providing ample opportunity for career growth.
